Has the event been cancelled or modified? What should I do?

If the event for which you purchased your tickets has been cancelled or substantially modified (such as a change of date, time, or venue), the applicable procedure depends directly on the guidelines established by the venue or event organizer.

Here is what you need to know in each case:

1. If the event has been COMPLETELY CANCELLED:

• Refund process: The venue or promoter is solely responsible for establishing the conditions for ticket refunds and reimbursing the ticket amount. Where agreed, they may entrust Fourvenues with managing the processing of refund requests—the obligation to make the payment remains solely with the venue or promoter.
• Full refund: In accordance with applicable consumer protection regulations, since the cancellation is attributable to the organizer, the refund must be 100% of the total amount, including both the ticket price and the booking fees.
• Refund timeframe: Once the venue or promoter issues the cancellation order, you will receive a confirmation email. The money will usually take 3 to 5 business days from the cancellation confirmation to appear in your bank account or on your card, depending on your bank.

2. If the event has been SUBSTANTIALLY MODIFIED (Change of date, time, or venue):

• Your tickets remain valid: As a general rule, if the event is simply postponed or moved to a different venue, your existing tickets remain fully valid for the new date or location and you do not need to take any action.
• Other alternatives: The venue or promoter may offer alternative options to users at their sole discretion, without prejudice to any rights users may have under applicable consumer protection regulations.

Where can I check the details and refund deadlines?

Since Fourvenues is only the management software and technical support provider, the authority and information regarding how to proceed lies with the organizers. We recommend checking the email address you used to purchase your tickets (including your Spam folder) or checking the venue's official social media channels (such as Instagram). This is where they publish official announcements with the deadlines and the exact channel to use to request a refund if you are unable to attend the modified event.